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One X Agent Elite

This course provides a general introduction to Avaya One X Agent Elite and covers the tasks that contact centre agents can perform.

Duration 60 minutes per session
Group Size Up to 10 people per session
Prerequisite No prior knowledge required
Course type Contact Centre Agent
Training Room Requirements Meeting Room
Test Phone per Attendee
Agent Logins and Passwords
Test Voicemail Boxes
Test PC per Attendee with Internet Explorer
Remote Training Requirements Sessions will be hosted using either Webex or Microsoft Teams sessions
Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams
Note This course should take place before a cutover

Course Content

Upon successful completion, delegates will understand / be able to:

  • Starting up
  • Logging in
  • Avaya one X Agent Main Window
  • Agent preferences
  • System settings
    • Agent status
    • Changing the agent work status
    • Call control
  • Answering a call
    • Contact centre call
    • Answering direct calls manually
  • Making a call using extension number
  • Making a call using directory
  • Putting a call on hold
  • Transferring a call
    • Making a consultative transfer using extension number
    • Making a consultative transfer using directory

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